- otrs - OTRS mailing lists

Trouble Integrating Microsoft A.D. into OTRS - Howto? Wiki?
by Martin, Michael 19 Apr '10

19 Apr '10

Hello, I am having trouble integrating Microsoft's A.D. into OTRS. I cannot make it connect and I cannot figure it out. I have read the OTRS manual many times and I have spent many hours searching Google for information. I have created several Config.pm files to no avail. Does anyone know if a resource exists (Wiki? Howto?) that addresses setting up the current version of OTRS with Microsoft's A.D.? Or, could someone point me in the right direction to obtain the needed information to configure this correctly? I'm willing to do the reading necessary to make this work, but I have ran out of resources. Any help would be greatly appreciated. Thank you, /MM Michael Martin Systems Administrator, Local Government Division Tyler Technologies, Inc. P: 800-646-2633 F: 806-797-4849 www.tylertech.com

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Print problem of Traditional Chinese
by Edmond Chan 19 Apr '10

19 Apr '10

Hi all, I am encountering a print problem of Traditional Chinese. Any help is appreciated. ** Problem All Traditional Chinese words because rectangle symbols in printed PDF file. ** What I find After google, seems that PDF::API2 supports Traditional Chinese and don't know why the problem occurs. ** Version OTRS: 2.4.7 ITSM: 1.3.2 I am evaluating OTRS and see if it can be used in our company. No helpful information is found for this problem in mail list after some search. This problem may be a problem which impacts our decision. Any help is appreciated. Thank you! -- Best regards, Edmond Chan

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How to generate graphical report by command line?
by Edmond Chan 18 Apr '10

18 Apr '10

Hi all, How to generate graphical report, e.g. lines-points chart by command line? I tried mkStats.pl and it only support CSV and PDF format per its usage shown below and can NOT generate graphical report, e.g. lines-points chart. usage: mkStats.pl -n <StatNumber> [-p <PARAM_STRING>] [-o <DIRECTORY>] [-r <RECIPIENT> -s <SENDER>] [-m <MESSAGE>] [-l <LANGUAGE>] [-f CSV|Print] Thank you! -- Best regards, Edmond Chan

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Sending files as e-mail
by niall＠rndmartin.cix.co.uk 18 Apr '10

18 Apr '10

This is a potentially valuable feature for me, but when I try to do it I get an error message saying that Open Office.org could not find a working e-mail configuration, even though my mailer (Pegasus Mail) is up and running. What should I look for? Niall Martin

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Re: [otrs] Restrict ticket creation per email
by Ryan Miguel 16 Apr '10

16 Apr '10

Frank, I think there are some postmaster pre-filters that are in the sysconfig options (something along the lines of Core::PostMaster::PreFilterModule). If I read & understood it correctly you should be able to set these to accept/ignore incoming messages w/o having to increment the ticket counter. Ryan Message: 2 Date: Fri, 16 Apr 2010 12:08:17 +0200 From: Frank Lahm <franklahm(a)googlemail.com> Subject: Re: [otrs] Restrict ticket creation per email To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <k2v4242eef71004160308u87447b57td401cd853e8526e8(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Michiel, thanks for looking into this! 2010/4/16 Michiel Beijen <michiel.beijen(a)otrs.com>: > I guess there is no google hit for this because what you want involves > the combination of different functionalities that are available in OTRS. >From what you describe below, I'm aware of this functionalites, unfortunately that's not quite it because... > > What you could to is to create a little event-based module or > postmaster filter that pushes a ticket to a given queue if the > customer is not in your customer database. This queue could then have > an auto-reply, maybe, or you can just close the ticket and that's it. > If you want, you could also remove those tickets from your system with > a GenericAgent job , for instance weekly. > > Would this be what you're looking for? ...that would keep incrementing the ticket id (I'm using a ticket id scheme with incrementig counter). I'd prefer a solution where emails without valid adresses would be completely kept out opf otrs. Rant: RT can do this. ;) On the other hand RT has no builtin collapsed view of the ticket history which is why I want to move to otrs. Is it possible to sponsor the development of a particular feature like this? Cheers, Frank ------------------------------ ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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LDAP Auth
by Ruslan 16 Apr '10

16 Apr '10

Hell - it's my fist steps in otrs instalations. i've got problem with LDAP Auth Whe i trying to auth using my AD user - otrs(a)mydomain.com member of group - otrs_allow_customer i'm getting error: Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Traceback (1311): Module: Kernel::System::CustomerUser::LDAP::new (v1.53) Line: 151 Module: Kernel::System::CustomerUser::new (v1.55) Line: 105 Module: Kernel::System::CustomerAuth::new (v1.29) Line: 95 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 667 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Cant find the reason.... Here is my config.pm _____________________________________ cat /opt/otrs/Kernel/Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'mydbpassw'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'MyCompany'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'dlt-otrs.mydomain.ru'; $Self->{'DefaultLanguage'} = 'ru'; $Self->{'AdminEmail'} = 'otrs(a)mydomain.ru'; $Self->{'DefaultCharset'} = 'utf-8'; ######################################################MY################################################# # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc-dlt.mydomain.ru'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=ru'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrs_allow_Customer,ou=IT,ou=AnotherOU,dc=mercury,dc=ru'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@mydomain.ru'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Die if backend can't work, e. g. can't connect to server. $Self->{'Customer::AuthModule::LDAP::Die'} = 1; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'dc-dlt.mydomain.ru', # # ldap base dn BaseDN => 'ou=Users,ou=IT,ou=AnotherOU,dc=mydomain,dc=ru', # # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'otrs', UserPw => 'mypassword', # # in case you want to add always one filter to each ldap query, use # # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # AlwaysFilter => '', # # if your frontend is e. g. iso-8859-1 and the charset of your # # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # # die if backend can't work, e. g. can't connect to server Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # # customer uniq id CustomerKey => 'uid', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences # AdminSetPreferences => 0, # # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# -- Best regards

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Re: [otrs] postmaster mail account on windows 2008 (Nils Leideck - ITSM)
by Ryan Miguel 16 Apr '10

16 Apr '10

Thanks Nils, I didn't realize that there was a CRONw folder that was contained in the OTRS install, once I found that it all fell into place. Ryan this is normally executed every 10 minutes by the local CronJob service CRONw which is delivered with the *.msi installer. What says the crontab.txt file in $INSTALL_DIRECTORY/CRONw/crontab.txt? Is the CRONw service running? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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Regarding otrs setup in Ubuntu system
by An Me 16 Apr '10

16 Apr '10

Hi All, I am trying to setup a demo otrs in my system. My OS is Ubuntu and have installed perl,postgresql & Apache web server. I didn't find any article explaining the otrs setup in Ubuntu, specifically on 'how to configure apache web server' for the same. Waiting for your replies. Regards, Ann

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OTRS 3: worth the wait? Any information regarding features / sneak peeks?
by Aron Rotteveel 16 Apr '10

16 Apr '10

Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel

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Customer company
by Sebastien Bory 16 Apr '10

16 Apr '10

Dear all its possible to have 1 or some customer in more 1 company ? I try to explain. I have 10 agencies and each customer have their company ID (IT Paris, IT Lille, IT Luxembourg, .) So each customer in Paris see all ticket for our company, that work fine. But my boss when he log on the customer interface want to see all ticket for group company (Paris, Lille Luxembourg,.) actually he just see the ticket of Paris . Its possible? And if it yes how I can do that Thank all Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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